Service Catalogue. Creation Date

Transcription

1 Catalogue Creation Date Notes: The following template is provided for writing a Catalog document. [Inside each section, text in green font between brackets is included to provide guidance to the author and should be deleted before publishing the final document.] Inside each section, text in black font is included to provide a realistic example. Inside the example, text in underlined, blue font indicates a possible hyperlink to a report or document. You are free to edit and use this template and its contents within your organization; however, we do ask that you don't distribute this template on the web without explicit permission from us. Front Metrics Technologies

2 Document Control Preparation Action Name Date Release Version Date Released Change Notice Pages Affected Remarks Distribution List Name Organization Title Front Metrics Technologies Page 2

3 Table of Contents 1. INTRODUCTION Purpose Scope Definitions, Acronyms, and Abbreviations References Overview BASIC INFORMATION Units Categorization of s List of services SERVICE TEMPLATE SERVICE CATALOGUE Storage s ANNEX List of Tables...15 Front Metrics Technologies Page 3

4 1. Introduction [A Catalogue is a database or structured document with information about all live IT services, including those available for deployment. There are several ways companies use to implement a Catalog. Some companies use structured spreadsheets, others build customized databases and others acquire integrated Management tools. Even if you are about to implement one of the last two options, it is recommended to start modeling the Catalog by using tables. There are some basic steps to start building a Catalogue: Collect information about Units and s. Determine what is important to define a service. Determine dependencies. This document is a template for building a Catalogue. In this first section you might provide the purpose, scope, definitions, acronyms, abbreviations, references, and overview of the document.] 1.1 Purpose [Provide a brief description of the purpose of this service catalog.] This document contains the updated Catalogue for the IT Provider organization, i.e., an structured document with information about all live IT services, including those available for deployment. Change to this document should be raised through a Request For Change (RFC). 1.2 Scope [Describe on which locations the Catalogue will be applied and the extent of the document itself.] This document applies to all the services currently been provided by the IT Provider Organization. 1.3 Definitions, Acronyms, and Abbreviations [This section provides the definitions of terms, acronyms, and abbreviations required to understand this document.] Front Metrics Technologies Page 4

5 Term Availability Backup Analysis Impact Definition Ability of an IT service or other configuration item to perform its agreed function when required. Copying data to protect against loss of integrity or availability of the original. The activity in business continuity management that identifies vital business functions and their dependencies. Unit Capacity Charging Configuration Item (CI) service Downtime Escalation Impact Pricing Priority Process A segment of the business that has its own plans, metrics, income and costs. Each business unit owns assets and uses these to create value for customers in the form of goods and services. The maximum throughput that a configuration item or IT service can deliver. Requiring payment for IT services. Any component or other service asset that needs to be managed in order to deliver an IT service. An IT service that is visible to the customer. They normally support the customer s business processes and facilitate one or more outcomes desired by the customer. The time when an IT service or other configuration item is not available during its agreed service time. An activity that obtains additional resources when these are needed to meet service level targets or customer expectations. A measure of the effect of an incident, problem or change on business processes. The activity for establishing how much customers will be charged. A category used to identify the relative importance of something. A structured set of activities designed to accomplish a specific objective. Request Change (RFC) Role For A formal proposal for a change to be made. A set of responsibilities, activities and authorities assigned to a person or team. Catalogue Contract Hours Level Agreement (SLA) Owner A database or structured document with information about all live IT services, including those available for deployment. The service catalogue is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services. A contract to deliver one or more IT services. An agreed time period when a particular IT service should be available. An agreement between an IT service provider and a customer. A service level agreement describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT services or multiple customers. A role responsible for managing one or more services throughout their entire lifecycle. Front Metrics Technologies Page 5

6 Term Reporting Supporting Definition Activities that produce and deliver reports of achievement and trends against service levels. An IT service that is not directly used by the business, but is required by the IT service provider to deliver customer-facing services. Supporting services may also include IT services only used by the IT service provider. Table 1. Definitions, Acronyms, and Abbreviations 1.4 References [This section provides a complete list of all documents referenced elsewhere in this document. Identify each document by title and other applicable data like version, date, etc. This information may be provided by reference to an appendix or to another document.] Name. (2012). "The Client 1". Storage s. Impact Analysis. Name. (2012). "The Client 1". Storage s. Contract. Name. (2012). "The Client 1". Storage s. SLA. Name. (2012). "The Client 2". Storage s. Impact Analysis. Name. (2012). "The Client 2". Storage s. Contract. Name. (2012). "The Client 2". Storage s. SLA. 1.5 Overview [This subsection contains a summary of the content of the document and explains how the document is organized. You can begin with a background explaining the Catalogue.] ITIL (Information Technology Infrastructure Library) is the most recognized set of Best Practices for the IT Management and is used by organizations world-wide to establish and improve capabilities in Management. One of the important recommendations given by ITIL is the need to build and maintain a Catalogue. The Catalogue provides a central source of information on the IT services delivered by the service provider organization. It demonstrates to the customers the value that IT services are able to provide to the business. This Catalogue is organized as follows: First, section Error! Reference source not found. summarizes the business units that have been identified as receiving our services, the categorization of our services, and the list of services that are currently been operated or that are ready to be deployed. Then, in section Error! Reference source not found., a template is provided to add new services to the Catalogue. And finally, in section Error! Reference source not found., every service is listed with all the relevant information filled. Front Metrics Technologies Page 6

7 2. Basic Information [Document here the introductory steps in building the Catalogue.] 2.1 Units. [List the Units receiving or about to receive the services.] The Units that are receiving or are about to receive our services are shown in the Table 2. Units. Company Client 1 Client 1 Client 1 Client 1 Client 1 Client 2 Client 2 Client 2 Client 2 Client 2 Units All units Finance HR Logistics Procurement All units Finance HR Logistics Procurement Table 2. Units. 2.2 Categorization of s [In most cases, it is better to categorize services. In that way, the Catalog is better navigated as hierarchy of services.] Categories to organize services are shown in Table 3. s Categories. Categories Application s s Communication s Hardware s Hosting s Infrastructure s Professional s Security s Table 3. s Categories. Front Metrics Technologies Page 7

8 2.3 List of services [List live services and also services ready to be deployed. Although the Catalogue basically target the custom-facing services, supporting services might be added as well for internal control.] The services that are currently been provided are listed in Table 4. List of services provided. s Category Type HR Applications s Application s Office Applications s Application s s s Printing s s Procurement s s SAP s s WEB s s Conferencing s Communication s Mobile s Communication s Remote Connection s Communication s Telephone s Communication s Accessories s Hardware s Desktop s Hardware s Laptop s Hardware s PDA s Hardware s Printer s Hardware s Storage s Hosting s Virtualization s Hosting s Front Metrics Technologies Page 8

9 Development s Professional s Project Management s Professional s Desk s Professional s Training s Professional s Data s Infrastructure s Supporting Network s Infrastructure s Supporting Compliance s Security s Supporting Identity and Access s Security s Supporting Table 4. List of services provided. Front Metrics Technologies Page 9

10 3. Template [One important thing in designing a Catalogue is to reach a common understanding on how to identify the service. In doing so, you can get a catalogue more readable to the customer. The design varies from one company to another. In the example below, the fields shown are those that are commonly used. The Catalogue has two parts: the Catalog and the Technical Catalogue. Some companies implement only the first one and others the last one. Many companies implement a unique Catalogue with both parts within.] In order to add new services to the catalogue, a template must be defined to ensure a uniform view of the services. The template for doing so is shown in Table 5. Template. Substitute text in the second column for the real text when instantiating a new service. Name The agreed name for the service. A brief description of what the service does, and the expected outcomes. Description Features Briefly outline the main features and functionalities of the service. Classify the service into one of the categories previously agreed. Categories are important to provides the Catalog with a hierarchical view of Category services. Type Owner(s) Owner(s) Unit(s) Impact Priority Contacts service or supporting service. A customer-facing service is an IT service that is visible to the customer. Typical data to be recorded are those connecting to the business, although information from the supporting layer can be recorded as well for internal use by the IT service provider. A supporting service is an IT service that is not directly used by the business, but is required by the IT service provider to deliver customer facing services (for example, a directory service or a backup service). Supporting services may also include IT services only used by the IT service provider. Typical information to be recorded are those from the supporting layer. Name and contact information of the person(s) with this role. Catalogue Name and contact information of the person(s) with this role. unit(s) to which the service is provided Describe the positive impact of having the service available and/or the negative impact of the opposite. The impact can be quantified by the number of users affected, the impact on each user, and the cost to the business. Select from a previously agreed scale like Critical/None-critical or High/Medium/Low. Name and contact information of the key business person(s) to be contacted. Front Metrics Technologies Page 10

11 Level Agreement (SLA) It is usually better to provide a link to the document with the SLA encompassing the IT service. Hours Write here the agreed time period when the IT service should be available. Escalation Contacts Name and contact information of the person(s) to be contacted when an escalation procedure is triggered. Reports A list of the operational reports available for the IT service. Reviews Frequency of the service level review meetings. Security Rating Classify according to the security level of the IT service. Request Procedures Describe how the service should be requested. Pricing and Chargeback Establish how customers are charged. Policies Describe any policies governing the use of of the service. Technical Catalogue Supporting s List any supporting services on which the IT service depends. s Supported List any service this service is supporting. Configuration Items (CI) List of other CI supporting the IT service, including hardware, software, application and data. Table 5. Template. Front Metrics Technologies Page 11

12 4. Catalogue [Add here every service with the format set by the Template in the previous section. In the example below, only one service is included as a sample. Add as many as you have. In the beginning, you can start with a few services and later add the others.] 4.1 Storage s [This service is provided as a sample. Add as many as you have.] name Storage s description Features category type The Storage provides a robust combination of hardware and software for managing the needs of reliable storage for the customer s data and information. Redundant Storage Area Network (SAN) architecture with iscsi and Fibre Channel technologies. Network Attached Storage infrastructure supporting Common Internet File System (CIFS) and Network File System (NFS). Distributed File System (DFS) Namespace and Replication. Disaster Recovery Support. Scheduled and on-demand backup. Information recovery and database recovery. Hosting s owner(s) Product Manager - Provider Company xxx@serviceprovider.com +91 (111) Catalogue owner(s) unit(s) CIO - Client1 Company xxx@client1.com +91 (111) Director. Client2 Organization xxx@client2.org +91 (111) Client 1 / Logistics; Client 2 / All units Front Metrics Technologies Page 12

13 impact priority The customers are deeply affected in case a failure in a storage component effect a downtime in the availability of their business services. For a detailed analysis of the financial and image costs, see the documents: (Doe, "The Client 1". Storage s. Impact Analysis., 2012). (Doe, "The Client 2". Storage s. Impact Analysis., 2012). The Storage s provide high availability, high performance, high scalability solutions that dramatically increase reliability for the business services. Critical contacts level agreement (SLA) hours Liaison - Client1 Company xxx@client1.com +91 (111) Liaison - Client2 Organization xxx@client2.org +91 (111) See the documents: (Name, "The Client 1". Storage s. SLA., 2012). (Name, "The Client 2". Storage s. SLA., 2012). s are guaranteed 24x7x365 with an availability of 99.99%. Product Manager - Provider Company xxx@serviceprovider.com +91 (111) Escalation contacts Liaison - Client1 Company xxx@client1.com +91 (111) Liaison - Client2 Organization xxx@client2.org +1 (111) reports reviews Availability Reports. Capacity Reports. Achievement Reports. Security Reports. review meetings are scheduled every month at the customers locations, in the days agreed by the parties: Front Metrics Technologies Page 13

14 Security rating Request procedures Pricing and chargeback Policies Supporting services s supported Configuration Item (CI) High Additional storage capacity or change in capacity, performance or any other conditions can be requested by the Owners by means of a Request For Change (RFC). Pricing is determined by: Type of storage allocated. Number of SAN and/or NAN ports. Storage capacity allocated. Number and size of replicas across LAN and WAN. Number and size of backups. Data retention periods. See the documents: (Name, "The Client 1". Storage s. Contract., 2012). (Name, "The Client 2". Storage s. Contract., 2012). Technical Catalogue Data s; Network s; Compliance s; Identity and Access s No See the report Configuration Information for the Storage s. Table 6. Storage s. Front Metrics Technologies Page 14

15 5. Annex [Insert here anything you may like to attach to support the document.] 5.1 List of Tables Table 1. Definitions, Acronyms, and Abbreviations... 6 Table 2. Units Table 3. s Categories Table 4. List of services provided Table 5. Template Table 6. Storage s Front Metrics Technologies Page 15